The ACS HelpDesk is staffed by dedicated, degreed engineers who know and understand our solutions well. Standard hours for the HelpDesk are 8:00 AM to 8:00 PM ET, Monday through Friday. All customers also have the option of contracting for 24x7 HelpDesk support, where an ACS Engineer is available on-call around the clock to provide support for emergency situations. All HelpDesk critical calls are handled immediately, while lower priority calls are guaranteed to be processed within 4 hours.
The HelpDesk acts as a single point of contact and coordinates support services for all components of your delivered system, whether manufactured by ACS or a third party. The HelpDesk is not only available by phone, but maintains e-mail support contact for all customers. Additionally, ACS maintains a comprehensive CRM database that records and tracks all correspondence with our customers so that historical records can easily be accessed to ensure support personnel have a complete understanding of the system history. ACS customers are provided access to a special customer-only website that includes information on the latest product releases from ACS, software downloads, troubleshooting tips and valuable customer forums.
Support Tracking & Escalation
ACS utilizes the latest CRM technologies to effective manage and track all HelpDesk calls and system support issues. We guarantee that standard support requests are addressed within a maximum of 4 hours from the time of call, though usually this time is much less. All critical system calls are immediately routed to an available support engineer – no call-backs necessary. We utilize a call escalation policy that ensures that critical issues are given the priority attention needed, and we allow customers to view the status of support tickets online at any time. Survey feedback for each incident helps us ensure that we are continually improving our support processes and providing the outstanding level of service that all ACS users have come to expect.
Contact ACS HelpDesk:
Toll free: 800.241-7317